Complaints Policy

Skip to navigation
Skip to content

The Co-operative Pharmacy Customer Complaints Policy

The Co-operative Pharmacy has a positive attitude to receiving comments, suggestions or complaints from customers. We try to offer complainants an explanation for any concern that they may have and use feedback constructively to improve the services we provide.

In all cases we must make sure that the patient’s immediate health needs are being met and, if appropriate, take any urgent action necessary before proceeding with the complaint i.e. referring to or involving a medical practitioner.

Complainants should be treated with dignity, respect and confidentiality. Colleagues should only discuss confidential information to the extent that it is necessary in order to answer the complaint. We must be sure that when discussing a patient’s treatment with a third party, that the person is authorised to speak on behalf of the patient so that we do not breach confidentiality. In some cases written permission may be appropriate.

The Co-operative Pharmacy has arrangements in place to ensure:

complaints are dealt with efficiently;
complaints are properly investigated;
complainants are treated with respect and courtesy;
complainants receive, so far as is reasonably practical :-
- assistance to enable them to understand the procedure in relation to complaints; or
- advice on where they may obtain such assistance;
complainants receive a timely and appropriate response;
complainants are told the outcome of the investigation of their complaint;
and action is taken if necessary in the light of the outcome of a complaint.

Complaints can be made by either

Writing to: The Co-operative Pharmacy, Pharmacy Superintendent’s Office, Sandbrook Park, Sandbrook Way, Rochdale, OL11 1RY
Telephoning: 01706 202013
Emailing: superintendent@coop.co.uk

Complaints which are made orally and are not resolved to the complainant’s satisfaction within the next working day after which the complaint was made may require further investigation. If your complaint relates to a branch within:

England we will acknowledge the complaint within 2 working days and will agree an acceptable date to respond in full. Generally this will be within 25 working days.
Ireland we will acknowledge the complaint within 2 working days and will agree an acceptable date to respond in full. Generally this will be within 10 working days.
Scotland we will acknowledge the complaint within 2 working days and will agree an acceptable date to respond in full. Generally this will be within 10 working days.
Wales we will acknowledge the complaint within 2 working days and will agree an acceptable date to respond in full. Generally this will be within 20 working days.

Working days under these regulations means Mondays to Fridays which are not Christmas Day, Good Friday or Bank Holidays. The acknowledgement may be made orally or in writing.

If the investigation is delayed, the complainant will be kept informed of the progress.

Investigations, if necessary, are normally conducted by a member of the Regional Management team and overseen by the Pharmacy Superintendent’s Office. The Pharmacy Superintendent’s Office will retain records of the complaints, monitor feedback from all complaints, and produce reports so that service can improve where necessary.

The Co-operative Pharmacy will offer an apology if appropriate and aim to give the complainant a full explanation. If a complainant cannot be satisfied we will try to find ways to resolve the complaint. If the complainant is not satisfied then they alternative advice can be obtained from either the local Primary Care Organisation or Ombudsman.

England
- Visit www.ombudsman.org.uk
- Call the complaints helpline: 0345 015 4033
- Email phso.enquiries@ombudsman.org.uk
- Fax: 0300 061 4000
- Writing to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Northern Ireland
- Visit www.ni-ombudsman.org.uk
- Call the complaints helpline: 028 9023 3821
- Writing to: Northern Ireland Ombudsman, Progressive House, 33 Wellington Place, Belfast, BT1 6HN
Scotland
- Visit http://www.spso.org.uk/
- Call the complaints helpline: 0870 011 5378
- Writing to: The Scottish Public Services Ombudsman, Freepost EH641, Edingburgh, EH3 0BR
Wales
- Visit www.ombudsman-wales.org.uk
- Call the complaints helpline: 01656 641 150
- Writing to: Public Services Ombudsman For Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ